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Amidas is a fast-growing IT System Integrator focusing on the enterprise market in Hong Kong. We work with well-established, large-scale enterprise clients across industries, delivering reliable and long-term IT solutions. With continuous expansion in areas such as AI, Digital Workspace, Cloud & Digital Transformation, Cyber Security, and Data Analytics, we are growing our Professional Service Team. Your Job Duties: Provide Level 1 technical support and escalate complex issues to Tier-2 within agreed SLAs Handle customer enquiries, incidents, and fault reports via phone, email, and monitoring systems Coordinate with internal teams and external vendors for incident resolution and service restoration Perform scheduled maintenance tasks based on customer requirements Monitor network and infrastructure systems, and escalate alerts when necessary Maintain accurate incident records, documentation, and reports Prepare and deliver daily operation reports, including issue tracking, resolution status, escalation, and shift handover Skills & Experience: The ideal candidate should possess the following skills and experience: Diploma holder or above in computer related disciplines Solid working experience in relevant IT infrastructure support or implementation experience Knowledge in network, security, MS Window, VMware vSphere and Cloud is a PLUS The ideal people: Good command of both written and spoken English and Chinese Good communication and interpersonal skills Self-motivated, mature and able to work independently The MOST IMPORTANT is to Keep Learning and Team Work: Keep Learning - The key to success is keep learning and learning from failure. We will provide on the job training and you will be assigned a “Buddy” to help you familiar with the company on the first year. Team Work - Our “One Company, One Team” motto within the company promotes strong team morale which helps to bring about the optimal synergies among various skill set of the group.